Delivering Knock Your Socks Off Service, 5th Edition

17Tips for Telephone Talk

“If I pick up a ringing phone, I accept the responsibility to ensure the caller is satisfied, no matter what the issue.”

—Michael RamundoThe Complete Idiot’s Guide toMotivating People

Using the telephone requires you to be more aware of your voice than at any other time. Customers cannot hear your facial expressions or see your nonverbal clues—like shrugs or hand gestures. They do form a mental picture of you based on the tone and quality of your voice. Your mood—smiling and happy or tight-lipped and angry—often comes through. That’s why, before you ever pick up a telephone or put on a headset, you should take a moment to be sure that you are mentally prepared to deal with the customer on the other end. A pleasant phone ...